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    NOC Service Desk Technician - Winnipeg, MB, Canada - TEEMA

    TEEMA
    TEEMA Winnipeg, MB, Canada

    1 week ago

    TEEMA background
    Description

    Job Title:
    Senior Service Desk Technician

    Our client in Winnipeg, MB is looking for a Senior Service Desk Technician resources for a 6+ month contract to start, reference The position is onsite so candidates must be based in the Winnipeg area or willing to relocate for the duration of the contract.

    Service Desk Support

    Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.

    Assist end users with software applications, file accesses and hardware support.
    Image and prepare new workstations for deployment.
    Research technical and non-technical problems and resolve in a timely manner.

    Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.

    Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.

    Provide on-site ITS support for Head Office
    Assist with communication of site failures and outages.
    Monitor systems and network parameters.
    Modify and delete accounts for all assigned systems.
    Manage new administration accounts for all assigned systems.

    (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).

    Install and configure needed software, and peripherals.
    Configure smartphones for WIFI, and Corporate authorized applications.
    Inventory Management
    Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
    Work with external service providers on hardware failures.
    Receive, ship, and track ITS equipment as needed.
    Support and comply with Corporate Social Responsibility, policies, procedures, and practices.
    Work on projects as assigned.
    Minimum five (5) years experience working as a Service Desk Technician.
    Must be ITIL certified and with demonstrated solid ITIL background.
    Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience
    Minimum five (5) years previous service desk or technical support role
    Minimum five (5) years of customer service experience.
    Technical competency at monitoring and providing Tier I support level.
    Familiarity with the various technologies and troubleshooting techniques.
    Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM
    Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills
    Have and maintain a valid Manitoba Class 5 Drivers license
    Completion of an HDI Support Centre Analyst certificate is an asset
    Must be ITIL certified and with demonstrated solid ITIL background.
    Asset management experience is an asset
    Technical competency at monitoring and providing Tier II support level is an asset.
    LGCA license is considered an asset.
    A Canadian based federal security clearance is considered an asset
    Must have Windows based computer with standard Windows 10 applications
    For more information about TEEMA and to consider other career opportunities, please visit our website at
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